Totango

FEBRUARY 5, 2019

Reducing churn in this customer-centered subscription economy means placing the customer at the center of everything you do. It’s about proactive customer success , not reactive customer service. ROI-focused SaaS strategies should be based on comprehensive data gathered from every customer engagement.

ROI 76

ROI Customer Success Strategy Effort Score 76

GetFeedback

AUGUST 14, 2019

Before I answer that, let’s take a look at a popular CSAT metric that was established 25 years ago: the American Customer Satisfaction Index (ACSI). It’s interesting to take a look at this metric over time. In other words, when expectations change, so will the perceived quality and perceived value. out of 100.

Customer Satisfaction 389

Customer Satisfaction Customer Journeys Effort Score How To 389

Pointillist

JUNE 7, 2021

High-performing teams are more likely to be effective at implementing critical CX capabilities, such as analyzing omnichannel behavior over time, orchestrating relevant experiences given a customer’s unique context, quantifying the impact of CX on business metrics and more. Quantifying ROI Remains the Top CX Challenge.

Measurement 71

Measurement Survey Customer Journeys Management 71

CSM Practice

AUGUST 26, 2019

Paul] I will answer this question by first stating my mission statement: to measure and deliver a return of investment (ROI) to my internal and external business partners. It is amazing how many organizations do not focus on how to change the behavior of their internal groups to help them understand the behavior of their external customers.

System 49

System Customer Success Net Promoter Score ROI 49

Totango

AUGUST 7, 2020

For large high-touch accounts to tech-touch accounts, and everything in between, automation — used the right way — can add value for customers, while freeing up time for your Customer Success team members to focus on high-impact projects. . What Is Customer Success Automation?

Customer Success 62

Customer Success Software Customer Centricity Metrics 62

ChurnZero

FEBRUARY 17, 2022

If you had a dollar for every customer you had to practically beg to adopt your platform…well, you get where I’m going. As CSMs, we spend our days convincing our customers to adopt our tools. We know that if they adopt, ROI will happen naturally! Customer Success Around the Web. Make sure you practice what you preach.

Software 98

Software Customer Success How To CRM 98

SurveySensum

SEPTEMBER 23, 2024

Role-Based Dashboards: Customize what your team sees. Dive deep into important metrics and KPIs relevant to each member of your team to ensure no more data overload. iQ Predictive Intelligence Engine: Understands customer details and patterns, providing more efficient foresight of customers’ changing needs and wants.

Tools 52

Tools Customer Experience Omni-Channel Social Media 52